A customer reports that a toy doll they bought no longer speaks. What should the associate say first?

When a customer reports an issue with a product, particularly something that is expected to function, the associate should first address the most common and simplest solution before moving on to other questions or concerns. In this case, indicating that checking the batteries is the best course of action focuses directly on a probable cause of the problem. This response is practical, as many electronic toys, especially dolls, often stop functioning due to dead or low batteries, making it a reasonable first troubleshooting step.

This approach not only helps the customer take immediate action to potentially resolve the issue but also demonstrates that the associate is engaged and willing to assist in a constructive manner. By starting with such a straightforward and often overlooked solution, the associate is showing empathy and understanding towards the customer's concerns while reducing any frustration they might feel about the toy not functioning. It sets a tone of helpfulness and provides the customer with an easy next step.